Customers often struggle to fully understand our fulfillment options and don't receive enough information about them consistently enough across their shopping journey. This lack of clarity can lead to confusion and missed opportunities for customers to make informed purchasing decisions.

Customer fulfillment needs vary widely — some prioritize speed, while others focus on consolidation. Our site currently makes it difficult for customers to easily select from a range of fulfillment options that align with their specific preferences and priorities.

Customers report frustration due to a lack of transparency around delivery costs and changing estimated delivery dates once they get further in the shopping process. This creates a perception of reduced trust and credibility toward The Home Depot.

Communications around orders in progress, including when things go wrong, is not proactive or in real time, falling behind customer expectations. Customers also lack the ability to make edits to their order post-purchase.

Customers placing large orders often have varied requirements—some need the entire order delivered in one shipment, while others are flexible, accepting partial deliveries over time. However, navigating these fulfillment options can be challenging without the help of an associate, making it difficult for them to place orders independently.